Customer Service Supervisor at Flour Mills of Nigeria Plc

Purpose of the Job

• Responsible for prompt service delivery to customers to guarantee customer satisfaction in addition to prompt resolution and escalation of complaints and enquiries from dealers and other external customers.

The Job

• Identify service delivery challenges, resolve issues and escalate accordingly.
• Coach call center staff through challenging customer service issues.
• Analyze call center data and prepare reports.
• Create sales order and other sales order related requests according to order processing standard.
• Evaluate staff effectiveness and performance annually or on need basis.
• Lead team meetings and give presentations to executives.
• Manage large amounts of phone calls and written communication from other channels such as e-mail, chat etc.
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication

Qualifications

• Candidates should possess a B.Sc / HND in any related field
• Familiarity with CRM would be and added advantage.

Experience:

• 3-5 years relevant experience with manufacturing industry and telecom industry.

The Person Must:

• Have strong communication and interpersonal skills.
• Possess basic and analytical and problem-solving skills.
• Have strong phone contact handling & writing skills.
• Ability to multitask, prioritize and manage time effectively.
• Be familiar with CRM systems and packages.